---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Explore

# Exploring Task Intelligence for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Task Intelligence for ITSM

Task Intelligence for ITSM allows you to implement machine learning models that provide field-level recommendations and identify similar records for incidents.
This functionality enhances incident resolution processes by streamlining the workflow and reducing the time agents spend on administrative tasks.
Show full answer Show less  

## Key Features

* **Incident Categorization Model:** Predicts and categorizes incident field information, improving organization within applications like Service Operations Workspace.
* **Similar Incidents Model:** Identifies and predicts similar incidents by analyzing similarities across incident records.
* **Similar Open Change Requests for Incidents Model:** Recognizes similarities between incidents and change requests to predict relevant change requests.
* **Similar Open Problems for Incidents Model:** Identifies related problems based on incident data for efficient problem resolution.

## Key Outcomes

By utilizing Task Intelligence for ITSM, agents can:

* Resolve issues more rapidly, enhancing service quality and user experience.
* Focus on high-value tasks while minimizing errors and associated costs.
* Quickly realize value through intuitive and streamlined processes.

The Admin Console provides a user-friendly, no-code environment for deploying these models, enabling organizations to automate incident prediction and categorization effectively. The workflow includes setting up, training, deploying, and monitoring models, ensuring continuous optimization based on performance analysis.  
With Task Intelligence for ITSM, you can set up and deploy machine learning models to predict field-level recommendations and identify similar records for incidents, which will appear as actionable recommendations in the side
panel.

## Task Intelligence for ITSM overview {#exploring-task-intel-itsm__section_fx5_xpf_cyb}

Task Intelligence for ITSM enables you to create, configure, and deploy solution models to predict incident fields information and similar records for incidents.  
Task Intelligence for ITSM provides the following types of prediction models:

* Incident Categorization model - Predicts incident field information to categorize incidents and applications such as Service Operations Workspace. For more information, see [Create an incident prediction model in Task Intelligence for ITSM](https://www.servicenow.com/docs/zxQW0x0Nq92oJgp~nbbQIw "Create and deploy solution-based incident categorization prediction models to predict incidents fields for new IT service incidents.").
* Similar Incidents model: Predicts similar incidents by recognizing similarities between two types of tables by comparing their fields.
* Similar open Change Requests for Incidents model: Predicts change requests by recognizing the similarities between the incident table and change request table, by comparing their fields.
* Similar open Problems for Incidents model: Predicts problems by recognizing the similarities between the incident table and problem table, by comparing their fields.  
  Note:  
  To know more about similarity based models, see [Create a similar records prediction model in Task Intelligence for ITSM](https://www.servicenow.com/docs/K7BXNs2BC2teMA8hW0euFQ "Set up a training model to help it recognize similarities between two types of tables by comparing their fields.")
{#exploring-task-intel-itsm__ul_npt_5xr_zbc}

The prediction models enable the agents to focus more on incident resolution reducing the time spent filling in field information or searching for similar records. These models can help lower the meantime to resolve (MTTR) of
tasks. You can also track and monitor how the solution models are performing and modify the parameters of the model accordingly.  
Task Intelligence for ITSM enables the agents to do the following:

* Solve issues faster for better service and experiences
* Focus  on  meaningful, high-value work
* Reduce  error  rates  and  drive down costs
* Improve time to value with intuitive experiences
{#exploring-task-intel-itsm__ul_gyb_fqf_cyb}

The Admin Console for Task Intelligence for ITSM provides the admin a no-code experience for deploying Task Intelligence solution models. Using machine-learning models, the application enables you to automate and optimize incident prediction
and incident categorizations. The models use statistics to predict future data by training with your past data.

Task Intelligence for ITSM supports Utah patch 5 and later releases.

## Task Intelligence for ITSM workflow {#exploring-task-intel-itsm__section_td2_lqf_cyb}

The workflow for Task Intelligence for ITSM includes the following:

1. Task Intelligence for ITSM: Use this application to set up and configure an incident prediction model to predict and recommend incident fields on the incident form. To configure and use a model, you must do the following:
   1. Set up an incident prediction model: Set up a model using the default template available with the base system.
   2. Train your model: Train the model with your data.
   3. Set your preferences: Set the prediction preferences and behavior for the model.
   4. Deploy the model: Deploy the model to predict incident field information.
   5. Monitor and analysis: Monitor how the model is performing and analyze the performance result data.
   6. Edit your model: Based on the analysis of the performance results, edit your model and deploy it again.
   {#exploring-task-intel-itsm__ol_drz_vhs_2yb}
2. Go to the Advanced Recommended actions for ITSM application configuration to configure where, how, and when the model must be implemented in the Service Operations Workspace application. For more information, see [Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.").
3. Get incident predictions and recommendations in the incident form of Service Operations Workspace.
{#exploring-task-intel-itsm__ol_qyk_4qf_cyb}

## Task Intelligence for ITSM benefits {#exploring-task-intel-itsm__section_zvw_crf_cyb}

Task Intelligence for ITSM provides the following benefits:{#exploring-task-intel-itsm__table_fbd_vz1_gyb__entry__3}

| Benefit | Feature | User |
|-|-|-|
| Create and deploy solution-based incident prediction models to predict incidents fields for new IT service incidents. This helps in incident categorization | [Create an incident prediction model in Task Intelligence for ITSM](https://www.servicenow.com/docs/zxQW0x0Nq92oJgp~nbbQIw "Create and deploy solution-based incident categorization prediction models to predict incidents fields for new IT service incidents.") | Administrator |
| Create and deploy similarity-based model to predict similar records for IT service incidents which appear as actionable recommendations. | [Create a similar records prediction model in Task Intelligence for ITSM](https://www.servicenow.com/docs/K7BXNs2BC2teMA8hW0euFQ "Set up a training model to help it recognize similarities between two types of tables by comparing their fields.") | Administrator |
| Export an incident prediction model in Task Intelligence for ITSM to another instance so you can use the model in the other instance without recreating the model from scratch. | [Export an incident prediction model](https://www.servicenow.com/docs/26qUb6Etm~z6hfG9JD0dkg "Export either the Similar Incidents or Incident Categorization model model in Task Intelligence for ITSM to another instance so you can use the model in the other instance without recreating the model from scratch.") | Administrator |
| Monitor the performance results of the model. | [Monitoring and Analytics for Task Intelligence for ITSM](https://www.servicenow.com/docs/RLdJZeIc2otXvm_DQPXKuQ "You can view the impacts of your trained incident prediction models. Monitor model performance overtime, track business value, and view what predictions your agents did and didn't use.") | Analyst |
| Edit the incident prediction model based on the performance results and deploy again. | [Edit an incident prediction model in Task Intelligence for ITSM](https://www.servicenow.com/docs/Zcy7q8U1R6sbREmHCymTEQ "Edit either the Similar Incidents or Incident Categorization model that has already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.") | Administrator |
[Table 1. Feature Benefits based on role]

{#exploring-task-intel-itsm__table_fbd_vz1_gyb}